Help desk discussions usually take one of two directions.
Discuss "soft" best practices (such as pitching your company's
culture tone) or help desk software delve into the best rabbit holes.
Arguably both are important, but these best practices and
software tools cannot compensate for the help desk service lack of understanding of
Key Performance Indicators (KPIs).
A Help Desk KPIs are the most important measurable results
that show the success and failure of customer service activities. Without them,
we cannot be completely sure what is working. And by choosing the right KPIs
from the help desk, successful customer teams can get rid of strange items and
focus on what matters most.
Top 5 KPIs from
Customer Support Help Desk to Monitor
These are the most important customer service metrics you
need to track.
- · First response
- · Rate of resolution
- · Agent utilization
- · Customer satisfaction
- · Cost per ticket
These help desk KPIs are important from a management
perspective, as they provide insight into the effectiveness of the systems and
processes used. Being able to see if your efforts are aligned with the
company's goals and values is the best of all.
Similarly, this view your efforts feature help desk support services managers keep pace, hold agents accountable, identify areas for improvement /
training, and drive growth and progress. Let's take a closer look.
First Response
Put yourself in the position of the end user. Imagine this:
When you send a fine or make a complaint phone call, the
respondent will refer you to another "more appropriate" person.
Before you know it, there are long wait times, huge email threads, and chaotic
communication exchanges.
How do you feel next time You are more likely to be
discouraged when there is another problem / inquiry / complaint and less likely
to call back. As a result, you lose confidence in your company's ability to
handle problems efficiently. How likely are you to stay with them if they can't
help you reliably?
The good news for the help desk team is that not only is the
initial response measured, it is actually very easy to measure.
Rate Of Resolution
This is one of the indicators that you cannot escape. Often
user satisfaction is directly and strongly related to resolution, especially
within the first exchange.
Each subsequent exchange can reduce user satisfaction by
approximately 15%, according to a survey by the SQM Group.
Everyone knows that leaving tickets open is out of the
question, but it's easy to neglect.
Again, you can use the help desk tool to track this KPI and
see how many complaints were resolved on the first exchange, how many
escalations were, and how many times the ticket was reopened.
Knowing the resolution rate according to a certain standard
allows you to take immediate action when a decrease is observed.
Agent Utilization
Agent utilization is probably the best indicator of
productivity, but it is not as easy to assess as the first answer. The
following is a well established measurement method.
If your agents reach 70-80% utilization, you should probably
pay attention to rotation. Be careful with this KPI to avoid compromising the
cost per ticket or employee retention.
It is important to remember that you need to maintain
optimal agent utilization, but doing so by trying to maximize all agents will
increase costs due to agent rotation. There is no doubt that you will.
Customer Satisfaction
Nothing beats this help desk KPI. The whole team unites. You
may think that everything is working properly, your system is efficient, and
your agents are productive, but your customers may disagree.
The point is that the customer finally has to be satisfied.
They should be given a way to evaluate and consider their
service. However, to assess the overall value of this KPI, you must first
measure the relationship between the number of surveys sent to your customers
and the number of completed surveys.
The volume of customer feedback surveys must be large enough
to produce definitive results. For early-stage startups, obtaining a sufficient
number of completed surveys can take some time. Be patient and keep this KPI in
mind.
When we draw a statistically significant number of
customers, what is known here as "customer satisfaction" consists of
many different KPIs:
- · Promoter's net score
- · Customer satisfaction
- · Social emotions
Cost Per Ticket
This is a metric that you can use to determine the overall
performance of your help desk service. Many data inputs calculate this.
The cost per ticket includes at least the following
calculations:
- · Agent salary and benefits
- · Manager / Manager wages and benefits
- · Technical expenses used for help desk software, computers, etc.
- · Communication fee
- · Installation cost
Most of the costs here are from agents and other agents.
Therefore, monitoring agent use is as important as monitoring cost per ticket.
Even if the cost per ticket is higher than the industry
average, it does not necessarily mean that you are doing a bad job. This may
also be an indication that the quality of service is above average. Balancing
quality and cost is certainly important here.
In general, the cost per KPI ticket is a good way to
determine the efficiency of processes and agents. However, as mentioned at the
beginning, it is important to balance this focus on the "hard" metric
with the immeasurable "soft" aspect that is important in helping the
desktop succeed.
Last Words On Help
Desk KPI
Continuous tracking and monitoring of help desk performance
is an absolute requirement for success and achieving higher levels of customer
service.
The list above is not a complete list of help desk KPIs, but
it is a great place to start. You can add other metrics to this list based on
your primary customer service goals. Please note the following notes:
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